Mobile Tech Support

Canadian Pacific Kansas City; Kansas City (MO); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Flexible benefits

Pension plan

Share purchase plan

Performance incentive plan

Annual fitness subsidy

Part-time studies program

Job summary

Canadian Pacific Kansas City (CPKC) is seeking a Mobility Services Analyst to join the Client Technology Services team in North America. You will deliver mobile support and solutions, acting as the U.S.

mobility expert and coordinating with carriers to optimize services. In this role you will resolve break/fix incidents, manage device lifecycles, administer MDM platforms, and collaborate with cross-functional teams to drive operational excellence and cost efficiency while ensuring security and

Qualifications

• Requires a University Degree (Computer Science, IT) or equivalent experience in large, complex systems.
• Railway industry experience is considered an asset.
• 2–3 years of experience with Apple and Microsoft technologies and device management.
• 2–3 years administering MDM platforms including policy management and compliance.
• 2–3 years managing mobile carrier services and related support processes.
• Experience with ServiceNow for incident and request management is preferred.
• Experience with Active Directory and enterprise IT operations.

Responsibilities

• Provide end-to-end mobility support, resolve incidents, and manage device refresh programs.
• Administer mobile carrier services and act as escalation point for US issues.
• Optimize mobility operations and costs through audits and reviews.
• Provide backup support for Canadian Mobility Services and on-call rotation.
• Oversee mobility assets, inventory, and depot operations.
• Engage with customers, carriers and stakeholders maintaining high professionalism.

Skills

MDM platforms

ServiceNow

Active Directory

Carrier management

iOS devices

Windows administration

Education

University degree in CS/IT

Related discipline

Tools

Intune

MobileIron

JAMF

Workspace ONE

Job description

Join CPKC, North America's first transnational railroad connecting U.S., Canada, and Mexico, where your career drives progress and safety is paramount. We connect communities, fuel economic growth, and provide meaningful work in a culture that values diversity, accountability, and pride. With opportunities for training, development, and advancement, you're not just building a career-you're part of something bigger. Together, we move goods, connect people, and create lasting change. Your future starts here.

PURPOSE OF THE POSITION

The Mobility Services Analyst is a highly visible role within CPKC's Client Technology Services team, responsible for delivering seamless mobile support and solutions that enable business success across North America. As the primary contact for U.S. Mobility Services, you will combine technical expertise, analytical thinking, and customer-focused service to resolve complex mobility challenges, manage carrier services, and drive operational excellence. This position offers a unique opportunity to influence the employee technology experience while supporting the digital transformation of a growing and industry-leading railway.

POSITION ACCOUNTABILITIES

• Provide end-to-end mobility support by resolving break/fix incidents, fulfilling mobile device and service requests, and managing annual end-of-life (EOL) device refresh and replacement programs while meeting established Service Level Agreements (SLAs)
• Administer and support mobile carrier services by provisioning, modifying, suspending, and deactivating mobile services through internal systems and carrier management portals, while serving as the primary escalation point for U.S. carrier-related issues
• Optimize mobility operations and costs through regular audits of mobile service plans, identifying underutilized services and cost-saving opportunities, and participating in monthly carrier review meetings to drive issue resolution and service improvements
• Ensure operational continuity and service excellence by providing backup support for Canadian Mobility Services, participating in the on-call rotation, and supporting business requirements outside standard operating hours, including evenings and weekends as needed
• Manage mobility assets and inventory by overseeing mobile device inventory, depot operations, inventory reconciliation activities, and ensuring accurate tracking and availability of devices and services
• Build strong relationships with customers, carriers, and stakeholders through daily customer interactions, collaboration with cross-functional teams, and frequent engagement with external mobile service providers, while maintaining the highest level of professionalism, customer service, and confidentiality

POSITION REQUIREMENTS

• Requires a University Degree (Computer Science, IT) or equivalent experience in working with large and highly complex systems.
• University degree in Computer Science, Information Technology, or a related discipline, or an equivalent combination of education and experience supporting large, complex technology environments. Railway industry and railway application experience is considered an asset
• 2-3 years of experience supporting Apple and Microsoft technologies, including iOS, iPadOS, Windows 10+, iPhones, and iPads, with strong troubleshooting and device management capabilities
• 2-3 years of hands-on experience administering Microsoft Intune or similar Mobile Device Management (MDM) platforms such as MobileIron, JAMF, or Workspace ONE, including device provisioning, policy management, and compliance support
• 2-3 years of experience managing mobile carrier services, with a solid understanding of wireless service plans, carrier support processes, and mobility operations. Experience supporting satellite phones and satellite communication services is an asset
• Experience utilizing service management platforms, preferably ServiceNow, including Hardware Asset Management, Incident Management, and Request Management, to support operational and service delivery activities
• Experience working with enterprise support tools and technologies, including Active Directory, with the ability to manage user access, support device lifecycle activities, and maintain efficient IT operations

WHAT CPKC HAS TO OFFER

• Flexible and competitive benefits package
• Competitive company pension and/or retirement plans
• Employee share purchase plan
• Performance incentive plan
• Annual fitness subsidy
• Part-time studies program

PRE-EMPLOYMENT REQUIREMENTS

DRUG TESTING

This position is subject to a negative company drug test.

BACKGROUND INVESTIGATION

• Criminal history check
• Education verification
• Professional references
• Social Security Number verification

BECOMING A RAILROADER

As an employee with a North American presence, the possibility does exist that the location of your position may be changed based on organizational requirements.

MANAGEMENT CONDUCTOR PROGRAM

Becoming a qualified conductor or locomotive engineer is the single best way for a management employee to learn the business at CPKC. You may be required to obtain a certification or to maintain your current certification/qualification as a conductor or locomotive engineer.

CULTURE OF INCLUSION

For our U.S. applicants, CPKC is an equal opportunity/affirmative action employer, inclusive of protected veterans and individuals with disabilities. For Canadian applicants CPKC is an employment equity employer committed to the principles of employment equity and inclusion. We encourage all qualified candidates to apply including: women, Black, Indigenous, People of Color (BIPOC), members of the LGBTQ+ community and people with disabilities. Accommodations for the job application process can be provided, as appropriate, upon request. All applicant information will be managed in accordance with the federal Personal Information Protection and Electronic Documents Act (PIPEDA).

• Req ID: 106346
• Department: Information Services & Network Service Centre (NSC)
• Job Type: Full-Time
• Position Type: Non-Union
• Location: Kansas City, Missouri
• Country: United States
• % of Travel: 0-10%
• # of Positions: 1
• Job Grade: 5
• Job Available to: Internal & External

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